Manager - Texas Institute for Child & Family Wellbeing

University of Texas at Austin

1d•Remote

About The Position

This Manager will act as Call Center Coordinator for the Texas Foster Youth Network (TXFYN) Project. This position will oversee daily call center operations, including staff supervision, scheduling, training, and ensuring compliance with accessibility, safety, and privacy standards. This is a grant-funded position and reassignment will be based upon performance, progress toward research goals and continuation of funding. Must be authorized to work in the United States on a full-time basis for any employer without sponsorship. Ability to work remotely within the state of Texas.

Requirements

Bachelor's Degree in social work, psychology, human services, or other related field with at least 3 years of experience in relevant area of assignment.
Experience handling high-volume calls (30+ per day) in a call center, hotline, or helpline environment, including assessing client needs and meeting established monthly performance metrics.
Supervisory experience, preferably in a youth-facing or crisis support setting.
Understanding of trauma-informed practices and youth development.
Strong team leadership and cross-functional collaboration skills.
Bilingual, fluent in Spanish and English (verbal and written).
Relevant education and experience may be substituted as appropriate.
Must be authorized to work in the United States on a full-time basis for any employer without sponsorship.
Ability to work remotely within the state of Texas.

Nice To Haves

At least 1 year of experience in social services.
Experience working with or within foster care systems.
Familiarity with Community Resiliency Model (CRM) or case management systems and comfort learning new technology.
Certification in de-escalation, Mental Health First Aid, or crisis intervention.
Understanding of systems impacting foster youth.
Lived experience in foster care.

Responsibilities

Oversee the day-to-day operations of the Texas Foster Youth Network (TXFYN) statewide call center.
Ensure high-quality, trauma-informed support to current and former foster youth.
Manage scheduling and staffing to ensure 7-day-a-week coverage.
Develop operational procedures for calls, texts, chats, and online communication.
Maintain accessibility and service standards.
Respond to escalated or emergency cases as needed.
Manage and support call center staff, including two Call Center Shift Supervisors and 8–10 call center specialists.
Foster a collaborative team culture focused on accountability, youth-centered service, and trauma-informed practice while building strong rapport and trust across the team.
Develop and maintain systems for call documentation, referral tracking, and performance monitoring.
Ensure call center data supports evaluation and continuous improvement efforts.
Design and implement the call center database and referral system using helpline software.
Ensure compliance with privacy and safety requirements, including but not limited to Personally Identifiable Information (PII) protection, Health Insurance Portability and Accountability Act (HIPAA) (where applicable), and Texas Department of Family and Protective Services (DFPS) reporting requirements.
Establish protocols for data security, emergency procedures, and responsible handling of sensitive client information.
Collaborate with the Project Manager, youth advisory groups, and organizational partners to improve service delivery and ensure the call center aligns with Texas Foster Youth Network (TXFYN) goals.
Participate in institute functions, including meetings, training, and planning activities.
Additional duties as assigned.